FORMAL AND INFORMAL COMPONENTS OF THE SERVICE RELATIONSHIP IN HEALTH CARE

TARI KASNAKOGLU, BERNA; Kalender, Yunus

FORMAL AND INFORMAL COMPONENTS OF THE SERVICE RELATIONSHIP IN HEALTH CARE

Berna Tarı KASNAKOĞLU, (TOBB Ekonomi ve Teknoloji Üniversitesi, İktisadi ve İdari Bilimler Fakültesi, İşletme Bölümü, Ankara, Türkiye)

Yunus KALENDER (TOBB Ekonomi ve Teknoloji Üniversitesi, İktisadi ve İdari Bilimler Fakültesi, İşletme Bölümü, Ankara, Türkiye)

Pazarlama ve Pazarlama Araştırmaları Dergisi

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Yıl: 2020 Cilt: 13 Sayı: 1 Sayfa Aralığı: 101 - 117 Metin Dili: İngilizce İndeks Tarihi: 29-12-2020

FORMAL AND INFORMAL COMPONENTS OF THE SERVICE RELATIONSHIP IN HEALTH CARE

Öz:

In this study, the term “relationship” is decomposed into formal and informal components,which better reflects the nature of service interactions. This paper intends to compareif either/both of these components are utilized (more) during interactions. Survey datais collected from 193 respondents. Both service partners are included in the analyses,with the recognition that co-creation is possible only through the active participation ofboth partners involved. Results indicate that both patients and physicians utilize formalrelationship behavior more, but they both increase the level of informality when the otherservice partner behaves positively. Patients and physicians can use these results to shapetheir interactive behavior so that mutually satisfactory outcomes are obtained.

Anahtar Kelime:

SAĞLIK HİZMETLERİNDE HİZMET İLİŞKİSİNİN FORMEL VE ENFORMEL BİLEŞENLERİ

Öz:

Bu çalışmada, “ilişki” kavramı, hizmet etkileşimlerinin daha iyi anlaşılmasını sağlamak üzere, formel ve enformel bileşenlerine ayrılmıştır. Amaç, bu bileşenlerden herhangi birinin veya ikisinin (daha fazla) kullanılıp kullanılmadığı konusunda karşılaştırma yapabilmektir. 193 katılımcıdan anket verisi toplanmıştır. Ortak değer yaratımının her iki partnerin de aktif katılımıyla mümkün olduğu yaklaşımıyla, çalışmaya hizmet ilişkisindeki her iki taraf da dâhil edilmiştir. Bulgulara göre hem hastalar hem hekimler daha fazla formel ilişki davranışında bulunmaktadır; ancak ister hasta, ister hekim olsun, karşı partner daha olumlu bir davranış içerisinde oldukça daha enformel davranmaktadır. Hekimler ve hastalar bu çalışmanın bulgularından faydalanarak karşılıklı tatmin eden bir hizmet çıktısı için etkileşim davranışlarını şekillendirebileceği düşünülmektedir.

Anahtar Kelime:

Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık

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APA	TARI KASNAKOGLU B, Kalender Y (2020). FORMAL AND INFORMAL COMPONENTS OF THE SERVICE RELATIONSHIP IN HEALTH CARE. , 101 - 117.
Chicago	TARI KASNAKOGLU BERNA,Kalender Yunus FORMAL AND INFORMAL COMPONENTS OF THE SERVICE RELATIONSHIP IN HEALTH CARE. (2020): 101 - 117.
MLA	TARI KASNAKOGLU BERNA,Kalender Yunus FORMAL AND INFORMAL COMPONENTS OF THE SERVICE RELATIONSHIP IN HEALTH CARE. , 2020, ss.101 - 117.
AMA	TARI KASNAKOGLU B,Kalender Y FORMAL AND INFORMAL COMPONENTS OF THE SERVICE RELATIONSHIP IN HEALTH CARE. . 2020; 101 - 117.
Vancouver	TARI KASNAKOGLU B,Kalender Y FORMAL AND INFORMAL COMPONENTS OF THE SERVICE RELATIONSHIP IN HEALTH CARE. . 2020; 101 - 117.
IEEE	TARI KASNAKOGLU B,Kalender Y "FORMAL AND INFORMAL COMPONENTS OF THE SERVICE RELATIONSHIP IN HEALTH CARE." , ss.101 - 117, 2020.
ISNAD	TARI KASNAKOGLU, BERNA - Kalender, Yunus. "FORMAL AND INFORMAL COMPONENTS OF THE SERVICE RELATIONSHIP IN HEALTH CARE". (2020), 101-117.

APA	TARI KASNAKOGLU B, Kalender Y (2020). FORMAL AND INFORMAL COMPONENTS OF THE SERVICE RELATIONSHIP IN HEALTH CARE. Pazarlama ve Pazarlama Araştırmaları Dergisi, 13(1), 101 - 117.
Chicago	TARI KASNAKOGLU BERNA,Kalender Yunus FORMAL AND INFORMAL COMPONENTS OF THE SERVICE RELATIONSHIP IN HEALTH CARE. Pazarlama ve Pazarlama Araştırmaları Dergisi 13, no.1 (2020): 101 - 117.
MLA	TARI KASNAKOGLU BERNA,Kalender Yunus FORMAL AND INFORMAL COMPONENTS OF THE SERVICE RELATIONSHIP IN HEALTH CARE. Pazarlama ve Pazarlama Araştırmaları Dergisi, vol.13, no.1, 2020, ss.101 - 117.
AMA	TARI KASNAKOGLU B,Kalender Y FORMAL AND INFORMAL COMPONENTS OF THE SERVICE RELATIONSHIP IN HEALTH CARE. Pazarlama ve Pazarlama Araştırmaları Dergisi. 2020; 13(1): 101 - 117.
Vancouver	TARI KASNAKOGLU B,Kalender Y FORMAL AND INFORMAL COMPONENTS OF THE SERVICE RELATIONSHIP IN HEALTH CARE. Pazarlama ve Pazarlama Araştırmaları Dergisi. 2020; 13(1): 101 - 117.
IEEE	TARI KASNAKOGLU B,Kalender Y "FORMAL AND INFORMAL COMPONENTS OF THE SERVICE RELATIONSHIP IN HEALTH CARE." Pazarlama ve Pazarlama Araştırmaları Dergisi, 13, ss.101 - 117, 2020.
ISNAD	TARI KASNAKOGLU, BERNA - Kalender, Yunus. "FORMAL AND INFORMAL COMPONENTS OF THE SERVICE RELATIONSHIP IN HEALTH CARE". Pazarlama ve Pazarlama Araştırmaları Dergisi 13/1 (2020), 101-117.